Arbella Insurance Review & Complaints: Auto, Home & Business Insurance (2024)

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Based in Massachusetts, Arbella Insurance provides personal and commercial insurance plans in four New England states. They have been in business for 30 years and remain focused on the needs of the region they serve.

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About Arbella Insurance

Arbella Insurance was founded in 1988 in Quincy, Massachusetts. They offer auto insurance, home insurance, and business insurance in Massachusetts and Connecticut and business insurance in New Hampshire and Rhode Island.

In 2005 the company created the Arbella Insurance Foundation to support a variety of charitable causes. These include nonprofit organizations such as the New England Center for Homeless Veterans and Arbella’s own Let’s Drive Out Hunger program.

Arbella sells all of its products through independent insurance agents across the service area and is committed to the agent-driven system of selling insurance. They also present themselves as deeply committed to the communities they serve, evidenced by both charitable donations and employee volunteer efforts.

What are Arbella Insurance products?

Arbella Insurance Group writes the basics of personal insurance in two states and also offers business insurance coverage in four states.

Auto Insurance

Arbella offers a comprehensive car insurance program in Connecticut and Massachusetts. In addition to the basics, they also offer a list of options and standard coverages that include some of the biggest trends in car insurance.

Disappearing Deductible Rewards Plus is a package endorsement that not only reduces or eliminates your deductible as a reward for three years of claim-free driving, it also covers accidental airbag discharge and rental loss of income. That is a bit of an unusual grouping of coverages, and the disappearing deductible is a bit on the gimmicky side although it is a common endorsement at bigger companies.

The Customer Care package includes new vehicle replacement, enhanced rental car coverage, enhanced roadside assistance, and more. The website states this is offered at no charge on qualifying policies, but it does not say what the qualifications are.

Also available as endorsements are accident forgiveness, pet protection, personal property coverage, snowplow coverage, and an OEM parts endorsement. Availability of these varies by state.

Arbella offers their Wheel Focused app, which appears to operate like many usage-based driver habit tracking apps with the exception that it does not seem to provide any discount. The website simply states that it can be used to get feedback on your driving habits, and also says it can be used regardless of which company carries your insurance.

In addition to car insurance, Arbella also writes coverage for motorcycles.

Carpartment

Carpartment is a rather unique bundle option from Arbella that offers a combination of auto and renters insurance.

This bundle adds renters insurance onto an auto insurance policy, for what the website states comes out to as little as $3 a week. In reality, it is a bundle like any other, offering a reduced rate on renter’s coverage when you take out your auto with Arbella. As far as we can tell it does not really differ from any other auto/renter’s insurance bundle out there.

Home Insurance

Arbella writes home insurance for single-family homes, condos, and rental properties (and, as noted above, for renters too). Coverage is again available in Connecticut and Massachusetts.

The base policy includes coverage for structures, personal property, and liability, and has the option to increase limits and replacement cost coverage to customize the policy. Add-ons include the Home Systems Protection endorsement and Home Cyber Protection.

Arbella’s rental property program provides the coverage specifically needed by landlords to protect against the risks inherent in renting out your home.

Read more: Best Massachusetts Home Insurance

Umbrella Insurance

Arbella’s personal umbrella insurance policy is offered with limits ranging from $1,000,000 up to $5,000,000.

The policy is designed to provide extended liability coverage above and beyond the limits on underlying Arbella home and auto policies.

Business Insurance

Available in all four states Arbella covers, business insurance is offered as package policies and with a la carte options.

Available programs for business are:

• Commercial car and truck
• Business owner package
• Commercial package
• Worker’s compensation
• Commercial umbrella
• Crime and identity theft
• Inland marine
• Data breach and cyber
• Loss control services

A wide variety of business types can qualify for coverage, including retail, wholesale, contractors, and more.

How can you get rates from Arbella?

Arbella is dedicated to the agent model and therefore does not offer online quoting. They defend this decision by stating on the website that they believe an agent can provide a more accurate quote based on the coverage each person really needs. There is an easy to use agent locator on the website.

Although smaller companies that rely on agents do not often compete well in terms of rates with large national companies, Arbella does offer a good list of discounts that may bring rates down to a more competitive level.

Claims Process With Arbella Insurance

Ease of Filing a Claim

Arbella Insurance offers multiple channels for customers to file claims, ensuring flexibility and convenience. Policyholders can file claims through the company’s user-friendly online portal, which streamlines the process and allows for easy submission of necessary documents.

Additionally, Arbella provides a toll-free phone number for customers who prefer to initiate their claims over the phone. For tech-savvy individuals, the company offers a dedicated mobile app that simplifies the claims reporting procedure and provides step-by-step guidance. This variety of options caters to the diverse preferences of their customer base.

Average Claim Processing Time

Arbella Insurance strives to process claims efficiently to minimize inconvenience for policyholders. While specific processing times may vary depending on the nature and complexity of each claim, the company typically processes claims within a reasonable timeframe.

On average, most claims are reviewed, evaluated, and resolved within 7 to 10 business days. This prompt handling of claims demonstrates Arbella’s commitment to customer satisfaction and swift resolutions.

Customer Feedback on Claim Resolutions and Payouts

Arbella Insurance’s approach to claim resolutions and payouts has garnered mixed reviews from customers. While some policyholders have expressed satisfaction with the company’s promptness and fairness in settling claims, others have reported less favorable experiences.

Common positive feedback highlights the company’s willingness to work closely with claimants and provide fair compensation. However, a portion of customers has raised concerns about delays in processing claims and disputes over coverage.

Digital and Technological Features at Arbella Insurance

Mobile App Features and Functionality

Arbella Insurance offers a comprehensive mobile app that empowers policyholders with convenient access to their insurance accounts. The app boasts a range of features, including the ability to file claims directly from a mobile device, view policy details, and track the status of ongoing claims.

Customers can easily manage their policies, request changes, and access digital ID cards for added convenience. The mobile app also provides access to real-time information, enabling users to stay informed about their coverage and payment status.

Online Account Management Capabilities

Arbella Insurance provides a robust online account management platform, allowing policyholders to take control of their insurance accounts with ease. Through the company’s website, customers can log in to their accounts to review policy information, make payments, and update personal details.

The platform offers a user-friendly interface that simplifies policy management tasks. Policyholders can request policy documents, access billing information, and enroll in paperless billing for added convenience. This online portal enhances transparency and accessibility, enabling customers to navigate their insurance needs efficiently.

Digital Tools and Resources

Arbella Insurance equips customers with a variety of digital tools and educational resources to support their insurance journey. The company’s website features informative articles, guides, and frequently asked questions (FAQs) to address common inquiries.

Customers can access these resources to gain insights into insurance-related topics, such as coverage options and policy terminology. Additionally, Arbella offers online tools to generate insurance quotes, helping individuals explore coverage options and estimate costs.

What are their ratings and consumer reviews?

Arbella has an A+ rating with the Better Business Bureau (BBB), and there are a total of 11 complaints on file in the past three years. This is quite a low complaint volume for a company of this size.

On Yelp we found more reviews – a total of 52 for an overall 2-star rating. Most of the complaints center on claims issues, with some billing issues mixed in. Common complaints include slow response time on claims. There are a few positive reviews here as well, and Arbella appears to take the time to respond to all reviews, both positive and negative. A company responding to reviews is always a mark in a company’s favor in spite of the fact that the number of complaints here is a little higher than we like to see for a smaller company.

What’s the bottom line?

Arbella is a small, regional company that may appeal to those who prefer to work with a local agent and a local insurer. Without rates, it is hard to compare them for value, but they do appear to have some good programs, albeit with a few gimmicks thrown in. They might work out well for those that qualify for multiple discounts, but be sure to compare rates from multiple companies before committing to one.

Don’t forget about our comparison tool, which will help you in your search for quotes.